Customer Support Specialist (AI)

TL;DR

Customer Support Specialist (AI): First point of contact for enterprise customers of an agentic AI platform with an accent on technical troubleshooting and support scalability. Focus on investigating issues via logs and APIs, optimizing support workflows, and leveraging AI to improve the customer experience.

Location: Hybrid in Bucharest, Romania

Company

hirify.global is an agentic AI platform providing governance and robustness for large-scale, mission-critical applications in regulated industries.

What you will do

• Act as the primary point of contact for enterprise customer support requests.
• Investigate technical issues by analyzing logs, configurations, and business processes before escalation.
• Prioritize and route incidents to Configuration, Delivery, or R&D teams.
• Collaborate with delivery teams to develop deep platform expertise.
• Define and improve support processes, documentation, and operational best practices.
• Identify and implement opportunities to leverage AI and automation to improve the support experience.

Requirements

• 2+ years of experience in Technical Support, Customer Support, or Application Support.
• Proficiency in troubleshooting technical issues involving logs, APIs, configurations, or business workflows.
• Strong communication skills with a customer-first mindset.
• Ability to prioritize and resolve issues independently in fast-paced environments.
• Must be based in Bucharest, Romania for hybrid work.

Nice to have

• Experience working within regulated industries.
• Familiarity with ticketing platforms such as Zendesk, Jira, or Intercom.
• Prior exposure to agentic AI, AI platforms, or enterprise SaaS products.

Culture & Benefits

• Opportunity to build the customer support function of a fast-growing AI company.
• Close collaboration with Product, Delivery, Configuration, and Engineering teams.
• Competitive compensation and early-stage equity.
• Collaborative, high-performance culture with significant growth opportunities.